Back to listing

Customer Experience Associate Director Luxury Retail

Talentmate

Philippines

9th February 2026

2602-2544-910

Job Description

Opportunity for growth
Competitive salary package

About Our Client

The company is a well-established luxury retail brand recognized for its dedication to providing high‑quality products and exceptional service. With a strong market presence, it offers employees a stable, professional, and supportive work environment.

Job Description

Develop and execute a unified customer strategy across all brands, ensuring consistent CX standards, emotional cues, and personalized journeys from acquisition to loyalty.
Lead customer data ownership and segmentation, turning insights (CLV, churn, repeat behavior, VIP growth) into actionable strategies for brands and operations.
Design and manage a Group-wide loyalty program, including tier structures, benefits, and mechanics that drive measurable revenue uplift and repeat visits.
Build and scale VIP & high-value client programs, including concierge services, luxury experiences, and personalized events to grow top-spender segments.
Drive customer base growth and retention through acquisition, digital lead conversion, churn prevention, and automated lifecycle journeys (win-back, reactivation).
Oversee CRM adoption and digital experience alignment, enabling automated, data-driven communications across SMS, email, and behavioral triggers.
Own experience measurement systems (NPS, CSAT), translate insights into improvements, and build dashboards to monitor retention, loyalty, and engagement.
Lead cross-functional collaboration with Retail Ops, CIO, Marketing, Supply Chain, and Business Process teams to ensure seamless, customer-driven execution.

The Successful Applicant

A Successful Customer Experience Associate Director Should Have

8-12 years in customer experience, CRM, loyalty, customer strategy, or data-driven marketing
Experience in retail, luxury, optical, healthcare, or lifestyle strongly preferred
Strong understanding of customer segmentation and CRM systems
Excellent analytical skills and business acumen
Strong leadership and communication skills
Experience working cross-functionally with marketing, analytics, IT, and operations
Must be customer-obsessed with a strong sense of brand positioning

Whats on Offer

Opportunity to work in a leading company within the retail industry.
Permanent employment with potential for career growth.
Benefits package to be discussed during the hiring process.

If you are passionate about customer experience and have the skills to thrive in the retail sector, we encourage you to apply for the Customer Experience Associate Director role today!

Contact: Miggy Eduardo

Quote job ref: JN-022026-6939938

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	Philippines	City:	Makati National Capital Region
Company Website:	https://redirect.michaelpage.com/mp-home	Job Function:	Customer Service
Company Industry/ Sector:	Food And Beverage Services Retail And Consumer Services

What We Offer

About the Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

Report

Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.